SAQA ID: Operate a Windows System NQF Level 04 Credits 06

PURPOSE OF THE UNIT STANDARD
This unit standard forms part of the qualification, National Diploma in Contact Centre Management at NQF Level 5. Learners working towards this unit standard will be learning towards the full qualification, or will be working within a Contact Centre environment, where the acquisition of competence against this standard will add value to learner’s job. This unit standard is intended to enhance the provision of supervision within the Contact Centre industry.

The qualifying learner is capable of:
Identifying factors which influence customer service and perceptions.
Designing methodologies to measure factors and perceptions of customer service.
Implementing customer service measurement processes and collect data.
Analysing measurement results of customer service levels.